BT broadband, At my wits end

ComplexP

It did get fixed and I know all of that thanks. My point is that if they change providers they might get an ISP who recognises the futility of resetting equipment when it's already failed to fix the problem multiple times and will insist upon something further being done. BT treat end users like crap.

In my case it was a line fault, in fact it was a loose wire on the line. But none of the line engineers BT sent out were able to find it. The broadband engineer that came out did. But here's the thing, not a single line engineer suggested that I should get a broadband engineer to look at the problem. I was just told over and over again that my line was 'perfect'. Then it turned out to be a loose wire. Sorry, but that's just plain naff imo.

I was never with BT broadband, only renting my line from them but my experience was enough to convince me I want as little to do with them as possible.

If you want the full story then feel free to follow the link further up.

EDIT: I should probably mention, to be fair, that the openreach engineers themselves were a good bunch and the ADSL engineer track the fault down in minutes. But why did 3 so called 'line' engineers fail to track down a loose wire on my line? They wouldn't even entertain the idea that a line fault can cause overspill, insisting that it must be my equipment that was to blame. Turned out that I was right though, there was a fault on the line. But my biggest headache was with the BT bloody technical support. None of them had a clue what a high resistance fault was and just kept me going round in circles like the poor OP here.

pau1rs

ComplexP wrote: »

It did get fixed and I know all of that thanks. My point is that if they change providers they might get an ISP who recognises the futility of resetting equipment when it's already failed to fix the problem multiple times and will insist upon something further being done. BT treat end users like crap.

In my case it was a line fault, in fact it was a loose wire on the line. But none of the line engineers BT sent out were able to find it. The broadband engineer that came out did. But here's the thing, not a single line engineer suggested that I should get a broadband engineer to look at the problem. I was just told over and over again that my line was 'perfect'. Then it turned out to be a loose wire. Sorry, but that's just plain naff imo.

I was never with BT broadband, only renting my line from them but my experience was enough to convince me I want as little to do with them as possible.

If you want the full story then feel free to follow the link further up.

EDIT: I should probably mention, to be fair, that the openreach engineers themselves were a good bunch and the ADSL engineer track the fault down in minutes. But why did 3 so called 'line' engineers fail to track down a loose wire on my line? They wouldn't even entertain the idea that a line fault can cause overspill, insisting that it must be my equipment that was to blame. Turned out that I was right though, there was a fault on the line. But my biggest headache was with the BT bloody technical support. None of them had a clue what a high resistance fault was and just kept me going round in circles like the poor OP here.

hey, i`m just tring to but a bit of a light on our side of the job, and did read all of the thread before posting..

the techncal support ain`t the best, as you all know, and alot of the time make our job alot harder, i cannot comment on what another enginner has or has not done ,and a HR fault causing the bleeding would not be seen by a non adsl trained engineer just something you pick up over the years working with adsl faults, but i will always go out to get a customer back in service, and as the face to face with an unhappy end user, usually get the brunt of there dissapointment.

and in this case, i would make sure that when a card reset of the adsl equiptment has been done, and not resolve the issue,would make sure that the adsl equiptment was changed

i`m not defending bt wholesale, as they do bring alot of this on themselves, i as we all do, just want a service we pay for that works,,,;)

smashedbooboo

I have to say and will always say, the engineers without exception have been amazing, Very helpful and have tracked the fault. Sadly other depts in their wisdom decided not to act on their advice, thus leaving me in one hell of a state over the last 6 weeks.

My BB is still working so far tonight, nearly a whole day.

Boo x x x

ComplexP

pau1rs wrote: »

hey, i`m just tring to but a bit of a light on our side of the job, and did read all of the thread before posting..

the techncal support ain`t the best, as you all know, and alot of the time make our job alot harder, i cannot comment on what another enginner has or has not done ,and a HR fault causing the bleeding would not be seen by a non adsl trained engineer just something you pick up over the years working with adsl faults, but i will always go out to get a customer back in service, and as the face to face with an unhappy end user, usually get the brunt of there dissapointment.

and in this case, i would make sure that when a card reset of the adsl equiptment has been done, and not resolve the issue,would make sure that the adsl equiptment was changed

i`m not defending bt wholesale, as they do bring alot of this on themselves, i as we all do, just want a service we pay for that works,,,;)

You're an ADSL engineer? Then you are one of the good guys. As I said, the openreach engineers are an excellent bunch and the ADSL ones even more so. But I still think that a line engineer should be able to pick up a loose wire on the line.

From what I understand, most of the Openreach guys are as fed up with BT as we are.

Perhaps the OP needs to get lucky and have someone more like you assigned to her case. But she's up to a day of connection now so I'm going to keep my fingers crossed that it holds.

For what it's worth Paul, if I ever get another broadband fault I'd be happy if you turned up to fix it. Sounds like you care if a fixed fault stays fixed.

littleboo

ComplexP wrote: »

I feel your pain. I would never sign up with BT broadband because they are incapable of fixing faults.

I had a broadband problem that was caused by what turned out to be a loose wire on my external phone line (up at the pole).

I use Plusnet as my BB provider but I still rent the line from BT, so I tried contacting BT to get them to check the line but the 3 engineers they sent could find nothing wrong.

I then talked to Plusnet and they sent out a broadband engineer who tracked down the loose wire within 30 minutes. It took almost 18 months of wasted time with BT before I tried sorting it out via Plusnet. Wish I'd realised sooner.

But if you get phone AND BB from BT then I don't know what to suggest. Switch ISPs right now if you value your sanity!

I'd stop dealing with BT for my phone line if I had a reasonable alternative.

Bottom line is, you need to report broadband problems to your ISP, not your voice provider.

smashedbooboo

Sorry for being dumb littleboo, but who is my ISP provider. I did actually report this to BT Broadband, I have been through every single dept there is. Just so I could get some help from somewhere.

And as gar as I am concerned my BB is with BT. If BT is not providing BB then they should say so.

BT_company_representative

Hi smashedbooboo

Sorry for any confusion in my profile its the address in the additional information section.

Thanks

Stuart

ComplexP

littleboo wrote: »

Bottom line is, you need to report broadband problems to your ISP, not your voice provider.

I know that now, but the point is that not one person at BT suggested this over several months and it was causing a noisy line.

It turned out to be a line fault anyway. But it took an ADSL guy to find it.

Go figure.

smashedbooboo

Stuart, I have sent you an email.

littleboo

smashedbooboo wrote: »

Sorry for being dumb littleboo, but who is my ISP provider. I did actually report this to BT Broadband, I have been through every single dept there is. Just so I could get some help from somewhere.

And as gar as I am concerned my BB is with BT. If BT is not providing BB then they should say so.

You're quite right in what you did